Jose Abraham

Results-driven ServiceNow ITSM professional with two years of hands-on experience in implementing and managing ITSM solutions. Proficient in Incident Management, Problem Management, Change Management and Service Request Management modules within ServiceNow. Skilled in configuring and customizing ServiceNow ITSM to optimize workflows, improve service delivery and enhance overall IT operation efficiency. Strong analytical and problem-solving abilities with a track record of successfully resolving complex issues.

ServiceNow Certified Application Developer(CAD), ServiceNow,

Yes

Project Name: Wickes
   Role: ServiceNow Developer
   Duration: SEP 2022 to Till Date.
   Tools Used: ServiceNow

Company Background: Wickes is a prominent retailer in the UK specializing in home improvement and DIY products. With a history dating back over 160 years,     Wickes has established itself as a trusted brand known for quality and customer service.
Project Focus: As a ServiceNow support provider for Wickes, our role is to ensure the smooth operation and enhancement of their ServiceNow platform. This includes managing Incident, Problem, Change, Service Requests, and implementing new features to align with Wickes' business objectives.

Roles and Responsibilities:
o Customization and Configuration: Designing, developing, and implementing custom applications, modules, workflows, and UI configurations within the ServiceNow platform to meet Wickes' specific requirements.
o Incident and Problem Management: Enhancing and optimizing processes for incident and problem management in ServiceNow, ensuring efficient resolution of IT issues and minimizing downtime.
o Service Request Fulfillment: Developing and maintaining workflows and automation for service request fulfillment, enabling Wickes employees to request IT services and equipment seamlessly.
o Change Management: Configuring and managing change workflows and approvals within ServiceNow, ensuring that changes to IT infrastructure and services are implemented smoothly while minimizing risks.
o Integration: Integrating ServiceNow with other systems and applications used by Wickes, ensuring data consistency and streamlining processes across different platforms.
o Reporting and Analytics: Creating reports, dashboards, and analytics within ServiceNow to provide insights into IT service performance, trends, and areas for improvement.
o User Training and Support: Providing training and support to IT support teams and end-users on using ServiceNow effectively, promoting adoption and maximizing the platform's benefits.
o Platform Upgrades and Maintenance: Collaborating with stakeholders to plan and execute ServiceNow upgrades, patches, and maintenance activities to ensure platform stability and security. 

o Continuous Improvement: Proactively identifying opportunities for process improvement and automation within ServiceNow, driving efficiency and enhancing user experience.

Project Name :Spark Networks
Role : ServiceNow Developer
Duration : DEC 2023 – FEB 2024
Tools Used : ServiceNow

Company Background: Spark Networks GmbH is a leading global dating company headquartered in Berlin, Germany, known for its portfolio of premium online dating brands. With a focus on connecting singles worldwide, Spark Networks GmbH has built a reputation for innovation and excellence in the online dating industry.
Project Focus: As a ServiceNow developer/support specialist for Spark Networks GmbH, my role center's on enhancing and optimizing their IT service management processes using the ServiceNow platform.

Roles and Responsibilities:
o Customization and Configuration: Tailoring ServiceNow modules and workflows to align with Spark Networks GmbH's specific operational needs and business processes.
o Incident and Problem Management: Ensuring swift resolution of IT issues to minimize downtime and maintain seamless operations across Spark Networks GmbH's global platforms
o Service Request Fulfillment: Implementing efficient service request workflows in ServiceNow to streamline internal service delivery and support functions.
o Reporting and Analytics: Developing comprehensive reports and dashboards in ServiceNow to provide insights into IT service performance and support decision-making processes.